Supervisory level training program from Green Wind Solutions Pvt Ltd. A middle level management training module.

2. SUPERVISOR
“A member of a work gang who supervises
the other workers”

3. Role of supervisor
Responsibilities/ Duties
Be self aware
SSI
Handling customers/ subordinates
Do Not’s
Reporting
Every body is a winner

4. An employee is a supervisor if he has the
power and authority to do the following
actions
 Give instructions and/or orders to
subordinates
 Be held responsible for the work and
actions of other employees.
If an employee cannot do the above, legally he or she is probably not a
supervisor

5. Responsibility
Responsible for the productivity and
actions of a your team.
Ensure that your group of subordinates get
out the assigned jobs.
Supervisors are uniquely positioned
through direct daily employee contact to
respond to employee needs, problems,
and satisfaction.
Day to day motivation to subordinates

6. Duties
Obey the rules laid down by the
management
Obey the instructions point out by the
immediate level supervisor or manager.
Duty to report the manager.

7.  Knowledge about industry
 Sales person’s appearance
 Attention focused on customer
 Ability to offer the best material as per need
 Courtesy and friendliness shown
 Honesty
 Clear and Understandable in deal
 Fulfillment of commitments
 Ability to provide complete and accurate answers for the
questions
 Appropriateness of sales person
 Have a memorable day to Customer
Always bear in mind that you are the supervisor of the group that
have direct interaction over customers

8. (Sales Satisfaction Index)
Measures levels of customer satisfaction
with the pre-sales ,process, the actual
sales.

9. Causes
 Not Listening or paying attention to customers.
 Not Showing customers the proper respect or courtesy.
 Making false promises(includes price, material , Color etc)
 Taking advantage of a customer’s trust or misfortune.
 Not knowing what you are talking about.
 Mismatching the information.
 Not keeping the customer informed.
 Blaming a problem on customer action, inaction or lack of
knowledge.

10. To be heard.
An acknowledgement that the problem is
real.
To have some control over the situation.
Immediate action.

11. Replace the product/price.
Take an apology and a token of gift if
needed.
Resolve the complaint and get a
satisfaction note.

12. Complaints are an opportunity
for you to strengthen the
relationship with the customer and even
enhance their confidence in you.
Furthermore
they represent
an opportunity to improve things
so that you can avoid
the same problem in future.

13.  Never run away from complaints.
 Receive the complaint politely.
 Don’t reject or argue.
 Listen properly.
 Use 80:20 principle
 Think in the customer view point.
 Identify the customer’s main complaint.
 Don’t make excuses.
 Take notes of the complaints.
 Let the customer know if you cannot answer the
complaint immediately.
 Reassure them that you will investigate and come back
to them later.
 Don’t reply in an ambiguous way.
 Never promise something which you cant do.

14.  Never Shuffle the customer from person to
person.
 Never keep the customer waited for a long time.
 Never argue with the customer.
 Never keep the customer in rigid position let they
walk freely
 Never deliver in hurry.
 Never treat delivery as a close of sale.

15.  Never lose touch with the customer.
 Being out of sight is being out of mind.
 Make him feel that you are always there to help him out
and you value your relationship with him.
By being constantly in touch with the customer you can:
 Find out his future plans.
 Keep track of occasions in his family.
 Follow-up the matter till you succeed.
 Inform the customer about new model arrivals, new
materials , offer prices etc.

16. Do Not make arguments over customers
Do Not fire subordinates in the midst of
other employees or customers ( fire
privately and appreciate publicly)
Do Not compromise in quality or service.

17. Report to the management as and when
the management requires it.
Day to day report to the immediate
supervisor or manager.

18. Yes……………………..
You are the winner
.
Winning
customer’s
confidence
is only the first step
towards building a
life-long relationship

19. Kindly fill the feedback form and
return back.
Appreciate your sincere feedback

20. Wish you All the best
Green Wind Solutions Pvt Ltd
greenwind@outlook.com
http://greenwindblog.wordpress.com/
http://greenwindsolutions.blogspot.in/